Refusal to provide copy of contract, refusal to honor warranty

In September 2016 I took out a contract for an LG G4 through Telkom Mobile (Fourways), the phone worked for approximately 14 months when the phone went into a boot loop (http://www.trustedreviews.com/opinion/lg-g4-bootloop-problem-how-to-diagnose-and-fix- ********** )

This is a known issue and was a known issue at the time they not only offered me the contract but pushed that particular device. I was informed that the phone was out of warranty but because of the issue, they would submit it to be repaired. I was told this would take a week. 3 weeks later (after multiple follow-ups) the repair company calls me and tells me it will be R3700 to fix (almost the cost of a new device) and that Telkom would not honour the repair. I was then told I had to pay R200 to get the phone back for "assessment" or whatever.

I contacted LG and let them know, they were very surprised to hear that the Warranty would not be honoured and advised that I bring through the device with a copy of my contract to them. My copy of the contract was unfortunately damaged when we had some water damage so i went through to Telkom to obtain another copy.

They informed me they did not have a copy of the contract (which I was led to believe they needed to keep for a period of 5 years as per legal requirements) and that they would need to submit a request and it would be sent to me within the week (January 20th) . I provided all my details and waited. I returned the store on Saturday, January 27th to follow up. I was then told that they were not able to assist me with the contract, and i needed to contact the owner. It was at this point that I informed them that I had already made multiple attempts to contact the owner directly, multiple attempts to phone the store (i was told they are not allowed to answer the phone) and that she could not assist me further.

I was told they would not provide me with proof that they would not assist me so I recorded the conversation with the employee there (and took a picture of her). Telkom have not only refused to honour my warranty after selling me a device that had a known fault at the time but are now refusing to provide me with a copy of my contract, so i can at least have the matter resolved directly with the manufacturer.

I am not sure how these companies can continue to act so brazenly against legislation and treat customers so poorly, I am also at a loss for who to even direct these issues at as no one seems to care (Customer Protection Act, ICASA ) no one.

My next step will be obtaining legal counsel as quite frankly I have had enough of Telkom quite literally de*****ing me.